TECHNICAL SUPPORT EXECUTIVE

Job Title:

Technical Support Executive & Software Implementation 

Job Summary:

The Technical Support Executive is responsible for providing technical assistance and support to customers, resolving product or service issues, and ensuring a high level of customer satisfaction. This role involves troubleshooting software problems, guiding users through step-by-step solutions, and escalating complex issues when necessary.

Key Responsibilities:

• Respond promptly to customer queries via phone, email, chat, or in person.

• Diagnose and troubleshoot software, issues.

• Guide customers through step-by-step problem-solving processes.

• Document customer interactions, technical issues, and resolutions accurately in the ticketing system.

• Follow up with clients to ensure issues are resolved effectively and customers are satisfied.

• Escalate unresolved issues to higher-level technical teams or relevant departments.

• Assist in installation, configuration, and maintenance of systems and applications.

• Provide training and support to end-users on products, systems, and software.

• Maintain up-to-date knowledge of products, services, and technologies.

• Adhere to company policies, procedures, and service level agreements (SLAs).

Key Skills & Competencies:

• Strong technical troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Customer-oriented mindset with patience and professionalism.

• Ability to work independently and as part of a team.

• Familiarity with CRM or help desk software (e.g., Anydesk , Ultraviewer).

• Knowledge of operating systems (Windows, macOS), networking concepts, and common business applications.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).

• 1–2 years of experience in technical support or IT help desk role.

Working Conditions:

• Office-based or Client SIte working environment.